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Base skills configurations and usage

Updated on December 16, 2021

Skills based routing works through the Get next button. When a user selects Get next, the most urgent piece of work for which the user has the appropriate skills is retrieved. The skills assigned to the user are compared to the skills assigned on the work to determine if the skill is required (yes/no) and if the user has a skill rating higher than or equal to the skill rating on the work item.

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Skills are assigned with 3 items:

  1. Skill ID – this is the ID assigned to the skill and needed by an operator retrieving the work.
  2. Required – this identifies if the skill is required for retrieval. If the required flag is “N”, then the user does not need that skill to retrieve the work. The required flag can be “Y” or “N”.
  3. Rating – this identifies the minimum rating that the user must have to retrieve the work. Note that the same skill may have multiple ratings. For example, when retrieving high dollar claims, a claim with an approved amount $1M may require a skill rating of 10, but a claim with an approved amount of $100,000 may only require a skill rating of 5. The rating can be from 1 to 10.

Note: If a claim or other work item is transferred (manually or in a batch) to an operator who doesn’t have the appropriate skills, that work is still available for that operator to work on.

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